Independent Banker - June 2022 - 36

Digital bankers
(Continued from page 35)
handling a signifi cant increase in call
volume-often with reduced staff . We
used our website and social media
accounts to showcase our digital
banking options, handed out how-to
fl yers in the drive-through and talked
our customers through their concerns
and questions.
Q: What do you think is on the
horizon for digital banking, and how
can community banks prepare?
Ruppe: The biggest thing is just
that: better preparation. Now that
the world changed in an instant,
it forced us to realize that we
can't predict what's coming. The
existing architecture we had going
into the pandemic just isn't going
to be fl exible enough to solve
problems. Now we have to invest in
technology to be able to make a move
immediately to release a new product
or provide a product a diff erent way if
something dramatic happens again.
Shangle: There will be future
consolidation of the industry and
with that, more opportunity for scale,
more investments and greater ability
to continue to create. We'll also
continue to see investments in APIs,
open banking and easier integration
into diff erent platforms. Banks
can prepare by investing in team
members who learn quickly and can
be agile to stay on top of the trends.
Rudd: We have to stay on top of
changes, new products and services
and how they will impact our market.
I think community banks have an
advantage in this area, because we
know our customers well enough
to know what services they're
currently using and what options
they're requesting. I do feel that all
Tim Shangle, 39
AVP, innovation and data analytics
∠ ChoiceOne Bank | Sparta, Mich.
Tim Shangle's unique skill set in technology
continues to lead his community bank's vision
of innovation in practical ways. He was the
lead developer and project manager for the
implementation of an online banking platform
that significantly improved the customer
experience. Shangle has helped ChoiceOne
become nationally recognized for technology
and innovation.
Kyle Pickner, 33
Chief trust off icer
∠ Plains Commerce Bank | Sioux Falls, S.D.
Kyle Pickner believes education is the best
strategy for bridging the gap between traditional
finance and cryptocurrency. With his extensive
expertise in blockchain technology and digital
assets, he will lead the Plains Commerce team
in bringing to market industry-first digital
asset solutions. Pickner aims to instill a public
confidence in cryptocurrency to launch a new
era of innovation and eff iciency for the bank.
Philip Suckow, 34
Director of digital and innovation
∠ IncredibleBank | Wausau, Wis.
Philip Suckow leads by example and aims to
continually drive new digital and innovation
initiatives. Suckow works closely with
vendors and provides insight into gaps and
improvements. His leadership in the rollout
of the JHA OpenAnywhere solution enhanced
the account opening and funding processes
for the industry, and IncredibleBank has seen
a 47% increase in account openings per month.
-Tarra Willox
36 Q ICBA Independent Banker Q June 2022
Independent Banker - June 2022

Table of Contents for the Digital Edition of Independent Banker - June 2022
